Terms of Service

These Terms of Service (the “Terms”) govern your access to and use of Relay, a hosted WhatsApp CRM service (the “Service”) operated by Relay (“we”, “us” or “our”). By creating an account, accessing or using the Service, you agree to be bound by these Terms. If you are entering into these Terms on behalf of an organization, you represent that you have authority to bind that organization, and “you” refers to that organization.

If you do not agree to these Terms, you may not use the Service.

Relay provides a multi-tenant customer-relationship platform for teams that communicate with their customers over WhatsApp, including a shared inbox, contacts, sales pipelines, broadcasts, automations, chatbot flows, an AI reply assistant and related features. The Service connects to the official WhatsApp Business Platform (Cloud API) provided by Meta.

We may add, change or remove features from time to time. We aim to give reasonable notice of material changes that adversely affect your use of the Service.

You must be at least 18 years old and capable of forming a binding contract to use the Service. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.

The Service is organized around accounts (workspaces) with role-based access (owner, admin, agent and viewer). The account owner is responsible for managing team members and their permissions, and for ensuring that each member complies with these Terms.

Your use of the Service must comply with all applicable laws and with Meta’s and WhatsApp’s policies, including the WhatsApp Business Messaging Policy, the WhatsApp Business and Commerce Policy, and the Meta Platform Terms. In particular, you agree not to:

• Send messages to recipients who have not opted in to receive them, or send spam, bulk unsolicited messaging, or content prohibited by WhatsApp’s policies.
• Use the Service for the sale of prohibited or regulated goods or services in violation of the WhatsApp Commerce Policy.
• Upload or transmit unlawful, infringing, deceptive, harassing, or harmful content.
• Attempt to gain unauthorized access to the Service, other accounts, or our systems, or interfere with the integrity or performance of the Service.
• Reverse-engineer, resell, or use the Service to build a competing product except as permitted by law.

We may suspend or terminate accounts that violate these rules, and we may be required to do so to comply with Meta/WhatsApp requirements.

Paid plans are billed in advance on a recurring (e.g. monthly or annual) basis through our payment processor. Fees, plan limits and any usage-based charges are described at the point of purchase. Except where required by law, fees are non-refundable and payments are non-cancellable for the current billing period.

The pricing and billing terms shown in-product are indicative and may change; we will give notice of price changes before they take effect. You are responsible for any taxes associated with your subscription. Non-payment may result in suspension or downgrade of your account.

The Service, including its software, design and content (excluding your data), is owned by us and our licensors and is protected by intellectual-property laws. We grant you a limited, non-exclusive, non-transferable right to access and use the Service during your subscription. You retain all rights to the data and content you submit to the Service (“Customer Data”), and you grant us a limited license to process it solely to provide and support the Service.

The Service is provided “as is” and “as available” without warranties of any kind, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Service will be uninterrupted, error-free or secure, or that message delivery through third-party networks (including WhatsApp/Meta) will be timely or successful.

To the maximum extent permitted by law, neither party will be liable for any indirect, incidental, special, consequential or punitive damages, or any loss of profits, revenue, data or goodwill. Our total aggregate liability arising out of or relating to the Service will not exceed the amounts you paid us for the Service in the twelve months preceding the event giving rise to the liability.

You may stop using the Service and cancel your subscription at any time. We may suspend or terminate your access if you materially breach these Terms, if required to comply with law or Meta/WhatsApp requirements, or if your account poses a security or legal risk. On termination, your right to use the Service ends; provisions that by their nature should survive (e.g. intellectual property, disclaimers, limitations of liability) will survive.

These Terms are governed by the laws of the jurisdiction in which Relay is established, without regard to conflict-of-laws principles. The specific governing law and venue will be confirmed in the reviewed version of these Terms. [Governing law — to be confirmed on legal review.]

We may update these Terms from time to time. If we make material changes, we will provide notice through the Service or by email. Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

Questions about these Terms can be sent to legal@relay.app.